Director of Operations

Job description

The Director of Hotel Operations is responsible for assisting the General Manager in managing daily hotel operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Lead, direct and manage daily hotel operations including, but not limited to hotel budgeting and forecasting, strategic planning, managing performance, implementing and complying with all company policies and standards, coordinating capital improvements and property improvement plans, responding to guests' inquiries and resolving concerns, and meeting participation and facilitation.

Interview, hire, train, resolve problems, provide open communication.

Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.

Oversee Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly.

Lead the revenue management initiative to drive rooms revenue. Work with the sales team to ensure top line goals are met through upselling and last sell programs. Supervise and review cost and inventory controls.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

Inspect guests' rooms, public access areas and outside grounds for cleanliness and appearance.

Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Housekeeping Services, Front Office, Laundry, Maintenance and Guest Services.

Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

Creates initiatives that encourage employee development, training and career growth within the Rooms Division.

Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.

Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.

Comply with attendance rules and be available to work on a regular basis including 2 evenings a week to oversee the PM operation.

Perform any other job related duties as assigned.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift

Ability to Relocate:

• Princeton, NJ 08540: Relocate before starting work (Required)

Work Location: In person